Technical Support Team Leader

At S. J. Rollins Technologies in Bangor, ME, this onsite role provides hands-on leadership for a technical support team focused on high-quality client outcomes. You will lead from the floor, act as the first escalation point for complex issues, and work closely with the Technical Support Team Coordinator to keep dispatch and scheduling aligned while maintaining rigorous standards.

As the Technical Support Team Leader, you will guide a team of approximately 20 Technical Support Specialists, Senior Technical Support Specialists, and Junior System Administrators, ensuring solutions are complete, documented, and driven by clear root-cause analysis. You will also help develop people through mentoring, coaching, and knowledge sharing with an eye toward growth into Senior Technical Support Specialist and Systems Administrator paths.

What You’ll Do

• Lead, alongside the Technical Support Team Coordinator, as the primary manager for the Technical Support Team (~20 specialists and system administration roles).
• Serve as the first technical escalation point: help resolve difficult tickets, confirm root causes are addressed, and escalate beyond team scope to the Systems Administration Team or leadership with a clear problem statement.
• Spend a significant part of each day walking the floor to review work in progress, assist technicians in real time, and catch issues before they become client escalations.
• Regularly review tickets and resolutions to ensure solutions are complete, properly documented, and aligned with S. J. Rollins standards, providing specific feedback.
• Identify recurring issues and friction in process, then drive improvements through documentation, training, or routing items to the Systems Administration Team and leadership.
• Partner with the Coordinator on ticket assignment so complex or sensitive requests go to the right skill level.
• Model and enforce “The S. J. Rollins Way” daily, addressing behavior that does not align promptly and directly.
• Maintain regular one-on-one conversations with team members to recognize strong performance and address underperformance promptly and fairly.
• Complete annual reviews and manage disciplinary actions within allowed guidelines, in partnership with the Coordinator and HR.
• Build development plans, mentor less experienced team members, lead knowledge sharing, and prepare technicians for advancement toward Senior Technical Support Specialist and Systems Administrator roles.
• Monitor team KPIs with the Coordinator (including billable hours, response time, resolution time, reopened tickets, and escalations), intervene early when trends go red, and keep leadership informed about health, quality, and client-impacting risks.
• Support interviewing, hiring, onboarding, and backfill planning with HR and leadership.

Technical and Leadership Expectations

• Meet or exceed responsibilities and expectations of a Systems Administrator at S. J. Rollins.
• Have working knowledge of how Technical Support Specialists, Senior Technical Support Specialists, and Junior System Administrators deliver client support, including ticketing workflow, dispatch, and escalation paths.
• Bring technical depth to troubleshoot escalated issues across endpoints, servers, networking, Microsoft 365 and cloud services, security tools, and line-of-business applications.
• Demonstrate strong root cause analysis to determine whether a solution is complete and meets standards.
• Lead and coach early and mid-career technical staff to build independence.
• Set clear expectations, communicate consistently, and follow through with accountability.
• Conduct fair, timely reviews and performance conversations and address performance or disciplinary issues within allowed guidelines.
• Read and interpret team KPIs to spot patterns that indicate a skill, process, or quality problem.
• Communicate clearly with technicians, the Coordinator, the Systems Administration Team, Client Services, and leadership; use judgment on when to coach, when to step in, and when to escalate.
• Adhere to policies and procedures in the Employee Handbook, maintain exceptional reliability and professionalism, and embody core values including “The S. J. Rollins Way”.
• Lead with a servant attitude and a commitment to learning, prioritizing teammate success and client outcomes over personal credit.
• When stepping in on a ticket, coach before taking over and debrief the technician afterward so they can handle similar issues next time.
• Hold the line on quality: prioritize correct, standards-aligned solutions over speed alone.
• Measure success by team health: quality solutions, KPIs met, fewer escalations and reopened tickets, developed people, and reduced escalation load on the Systems Administration Team and leadership.
• Work as one leadership team with the Coordinator.
• Be on time for work and meetings, participate in regular team and company meetings, and take responsibility for personal and career development by staying technically current.

Compensation

• USD 105,000 - 145,000 per year

Technologies

• Microsoft 365
• Cloud services